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Contact Center Technology Assessment

Technology Assessment


Contact center technology is a driving force behind customer experience, and has a direct effect on the success of the organization. Make sure yours is fully-optimized and meeting the needs of the business with ICMI’s Technology Optimization Assessment. We’ll analyze current technology utilization, identify problems, and deliver a roadmap of recommendations for technology optimization. Our experts will work with your team to Define, Discover, Analyze and Deliver results to meet your business and customer experience goals.





Define

Define Contact Center Technology goals

What is the customer experience that you want to deliver?

Discover

Discover your contact center technology opportunities

What is the actual customer experience are you delivering?

Analyze

Analyze contact center technology

What needs to change to create the desired experience?

Deliver

Deliver contact center technology results

Deliver on your promises and create memorable experiences.




How It Works

Through key stakeholder interviews, focus groups and the observation of current processes, tools and technology, ICMI will assess your current state of your contact center’s technology.

Areas of focus can include:

  • Artificial Intelligence (AI)
  • Telephone and Multimedia Support Systems
  • Contact Routing
  • Omni Channel
  • Customer Experience
  • Quality Assurance
  • Workforce Management
  • Reporting Platforms and tools
  • Self-Service
  • Automation
  • And more

**ICMI also offers a Technology Vendor Selection Service, where our industry experts work with you and your team to help identify specific technology solutions that fit best with your needs.




Technology Assessment Components

During each Technology Optimization Assessment, we include an analysis of key contact center components that impact technology utilization, including:

  • Desired customer experience
  • Business applications/support
  • Business tools
  • Customer context and data integrity
  • Agent experience
  • Channel flexibility
  • Key performance indicators and measurement
  • Best practices from leading brands



Technology Optimization Assessment Deliverables

Real Time advice and guidance from expert consultants via leadership strategy sessions, focus groups and interviews.

Comprehensive written reports setting forth gap analyses, findings, recommendations for optimization and implementation where needed.


Ready to get Started?